社区战略赋能经理
Community Strategy Enablement Manager
职位名称：社区战略赋能经理 - 宾夕法尼亚州
部门：客户成功部
关于该职位：
社区战略赋能经理将提供运营和分析方面的支持，使社区战略领导团队能够专注于设计和执行跨职能的愿景，以连接我们的客户及其社区合作伙伴。该职位通过标准化流程、在Salesforce中管理升级跟踪，并与RevOps和分析团队协作以捕捉正确数据，确保我们的社区战略在客户成功和销售部门得到一致执行。通过支持和跟踪客户升级，社区战略赋能经理展示了升级活动和采用工作的可衡量效果。
该职位位于流程设计、分析和咨询赋能的交汇点。您将确保内部团队拥有必要的工具、见解和框架，以接触合作伙伴、解决升级问题并大规模推动采用。通过将社区战略与数据和绩效衡量联系起来，您将帮助展示我们内部和客户之间的参与工作的有效性。
您将负责：
内部赋能
- 作为客户成功经理的咨询伙伴，支持升级审查并为新客户和重点客户制定网络参与计划。
- 与销售和实施团队合作，对齐客户上线流程并在早期嵌入社区流程。
留存与参与
- 推动所负责客户账户的留存。
- 积极与基于社区的组织合作，加强关系并解决共同目标。
- 与市场和收入运营团队紧密合作，对齐策略并确保社区相关目标的实现。
- 培养有意义的联系，以提升客户和社区成果。
运营流程
- 维护SOP、手册和分类流程，以确保社区升级的一致处理。
- 主持每周升级审查会议，并在各团队之间跟踪后续行动。
分析与洞察
- 在Salesforce中跟踪并报告升级活动指标。
- 监控关键客户和地区的采用率、网络健康状况和合作伙伴参与数据，按需进行。
- 在升级后管理客户调查，以衡量满意度并展示解决工作的有效性。
- 成为关键接口，与跨职能团队协作，确保社区战略的顺利执行。
查看英文原文
Job Title: Community Strategy Enablement Manager - Pennsylvania
Department: Customer Success
About the Role:
The Community Strategy Enablement Manager will provide the operational and analytical backbone that allows the Community Strategy Leadership to focus on designing and executing on a cross-functional vision for the connection between our customers and their community partners. This role ensures that our community strategy is consistently executed across Customer Success and Sales by standardizing processes, managing escalation tracking in Salesforce, and coordinating with RevOps and Analytics to capture the right data. By supporting and tracking customer escalations, the Community Strategy Enablement Manager demonstrates the measurable effectiveness of escalation campaigns and adoption efforts.
This role sits at the intersection of process design, analytics, and consultative enablement. You’ll ensure internal teams have the tools, insights, and frameworks needed to engage partners, resolve escalations, and drive adoption at scale. By connecting community strategy with data and performance measurement, you’ll help demonstrate the effectiveness of our engagement efforts both internally and with customers.
What You'll Do:
Internal Enablement
- Serve as a consultative partner to Customer Success Managers, supporting escalation reviews and building network engagement plans for new and priority customers.
- Collaborate with Sales and Implementation teams to align on customer onboarding and embed community processes early.
Retention & Engagement
- Drive retention across assigned customer accounts.
- Actively partner with community-based organizations to strengthen relationships and address shared goals.
- Collaborate closely with Marketing and Revenue Operations teams to align strategies and ensure community-focused objectives are met.
- Foster meaningful connections that enhance customer and community outcomes.
Operational Process
- Maintain SOPs, playbooks, and triage processes for consistent handling of community escalations.
- Facilitate weekly escalation review meetings and track follow-up actions across teams.
Analytics & Insights
- Track, and report escalation campaign metrics in Salesforce.
- Monitor adoption, network health, and partner engagement data, for key customers and geographies, as needed
- Manage customer surveys following escalations to measure satisfaction and demonstrate effectiveness of resolution efforts.
- Be innovative & think outside the box when it comes to developing new models that drive user adoption
Communication and Events
- Work with Marketing on Community-facing materials
- Support Community-focused Marketing events.
You’re a great fit for this role if:
- 3+ years of experience in customer success, community engagement, implementation, account management, public health, human services, social services, or a related customer-facing role.
- Experience working with state or local government agencies, community-based organizations (CBOs), nonprofits, healthcare organizations, or other organizations serving vulnerable populations.
- Demonstrated success building relationships across multiple stakeholder groups, including customers, community partners, government agencies, or cross-functional internal teams.
- Experience managing complex projects or programs that require coordination across multiple organizations, competing priorities, and changing timelines.
- Strong analytical and operational skills with experience using data to measure outcomes, identify opportunities, and improve processes.
- Experience documenting processes, developing playbooks or standard operating procedures, or driving operational consistency across teams.
- Experience using CRM or case management platforms (Salesforce preferred) and comfort learning new technology platforms.
- Comfortable working in a fast-paced, evolving environment where processes, priorities, and customer needs continue to develop.
Our Mission:
Unite Us’ mission is to unlock the potential of every community. Our co-founders started Unite Us in 2013 to serve the people they served with. They witnessed firsthand the barriers and inefficiencies in trying to navigate health and social services, and set out to improve that experience for veterans and their families. Unite Us quickly expanded to serving all people who need connections to care across our country. Through Unite Us’ national network and software, community-based organizations, government agencies, and healthcare organizations are all connected to better collaborate to meet the needs of the individuals in their communities. We drive the collaboration to predict, deliver, and pay for services that impact whole-person health. If you want to do well and do good, join Unite Us.
Environmental Job Requirements and Working Conditions:
- This position is remote, U.S. based. Candidate must live in the state of Pennsylvania to be considered.
- This position may require 30% travel
- The target pay range for this role is: $75,000-$80,000. This salary range represents our target hiring range for this role. The proposed salary will be dependent on the candidate's skills, experience, and competencies, as well as location.
- All team members will be required to pass a background check which includes criminal, employment, and education verification
Benefits provided by Unite Us:
Medical, Dental, and Vision
We offer insurance to team members and eligible partners and dependents, including unlimited virtual mental health and acute medical visits.
Wellness
Mental health benefits, such as the Employee Assistance Program (EAP) and wellness platform subscription, are available to all team members.
Flexible Time Off
Take what you need, including volunteer days and mental health days. We also offer 14 paid, company-wide holidays.
Paid Parental Leave
Adoptive parents are included.
Employee Resource Groups
Join our ERGs to connect and engage with colleagues, like Military Veterans
Spending Accounts
We offer tax-advantaged health savings accounts (HSAs), flexible spending accounts (FSAs), and commuter benefits.
401(k) + Employer Match
Enjoy matching, immediate vesting and financial wellness resources
Additional Benefits
Life and AD&D - a company paid benefit, with the option to purchase additional coverage for yourself and your dependents
Disability Coverage
Accident Insurance
Pet Insurance
As part of this work at home job, we will provide you with all the necessary equipment to perform your duties, including a computer, mouse, keyboard as well as other items on our approved list of WFH supplies.
Unite Us is committed to building a diverse team and fostering an inclusive culture, and is proud to be an equal opportunity employer. We embrace and encourage our employees' differences in race, religion, color, national origin, gender, family status, sexual orientation, gender identity, gender expression, age, veteran status, disability, pregnancy, medical conditions, and other characteristics. If you require assistance in applying for open positions due to a disability please email us at peopleops@uniteus.com to request an accommodation.
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